Delivery & Returns

Standard Deliveries
Standard deliveries are made to the customer's premises/warehouse and, unless otherwise advised, they will be made using our standard delivery methods. These include, but are not limited to, our own vehicle fleet, dedicated couriers, and non-dedicated parcel services. We will utilise the most efficient delivery method available for your orders to reduce emissions, costs, and time. Wherever possible, we will use the largest vehicle at our disposal to minimise the number of deliveries we make. Our standard delivery times are Monday to Friday from 8am until 6pm. Our order acknowledgements include a week ending delivery date and we reserve the right to deliver any day during that week.

Direct Deliveries
Identity Furniture Ltd (IFL) reserve the right to apply direct delivery charges on any order when a delivery location is requested other than the purchase order originators registered address, it must be pre advised at the point of order of any delivery destination restrictions. When placing an order with direct delivery, please provide contact details for site personnel who will be on hand to assist with site access and/or unloading. For deliveries that need be at their destination on a specific day and a specific time, please contact our Customer Services team and we will do our best to accommodate your request, but it is not guaranteed. We cannot accept liabilities or pay compensation, reimburse, or cover any costs due to late deliveries caused by factors beyond our control, such as supplier delays, transport issues, and traffic delays.

Delivery Postponement & Delays
Wherever possible, we will accommodate postponed deliveries and hold goods in our warehouse. This will be charged on an order or project basis and advised accordingly, starting from the date on which the order would have left our warehouse. In every instance of postponement, the order will be invoiced on the date of the original delivery and will become due for payment as per the terms of your credit account with us. Rearranged deliveries may be subject to additional charges if any are incurred by ourselves. IFL do not accept any recharges of any kind due to a delay that may occur out of the control of IFL of any purchase order placed on and acknowledged by IFL, these surcharges include but are not limited to the following, client transport, client labour of any kind, account management or any related employee time

Failed Deliveries & Delayed Customer Orders
Failed deliveries at the fault of the customer shall incur an additional minimum charge of £50 net. IFL reserve the right to invoice goods and apply storage charges for any goods produced and delayed out of the control of IFL.

Offloading
All deliveries, unless agreed in writing beforehand, are made by a single operative and are tailgate only. It is the responsibility of the customer to provide labour to offload the goods and to provide a safe working environment for them to do so.

Checking Your Delivery
Prior to signing the delivery paperwork, all items must be counted individually to confirm the correct quantity of items have been received. Our own staff and the staff of any of our transport partners will not accept delivery notes that are signed “unchecked”. Any discrepancies should be noted on the delivery paperwork and our office notified immediately. We will not be held responsible for shortages after the delivery paperwork has been signed.

Damaged Goods
Visible damages to the packaging of your delivery must be noted on the delivery paperwork and any subsequent damage to the product must be notified to us within 24 hours of the delivery being made. The damage to the packaging and the item itself must be photographed and the photographs submitted to us with the damage report. We cannot accept responsibility for damages that are not reported at the time of delivery.

Returns
All orders are manufactured on a ‘made-to–order’ basis. Unless agreed in writing we will not accept the return of goods for credit. Damaged goods can be returned for rectification/replacement upon agreement from us.

Small Orders
We do not have a minimum order value. However, to qualify for free delivery, the order value must be greater than £1500 net. Orders below this value will incur a delivery charge. Small order charges will be calculated on an order-by-order basis. All small order delivery charges will be charged in accordance to IFL’s small order delivery policy which apply to the UK mainland but exclude and are chargeable on a POA basis for any order to the Scottish Highlands & Islands, Aberdeenshire & Northern Ireland

Special Delivery Requests
Special delivery requests or delivery instructions must be written and highlighted on your Purchase Order. Special delivery requests, such as packaging goods for forward shipment, will incur additional shipping charges.

Nominated Suppliers
IFL reserve the right to invoice at point of order our client by way of negotiation for any nominated supplier materials specified by the our customer on behalf of their client to fulfil specific projects.

Deliveries outside of mainland UK
Please contact our Customer Services team for overseas shipping costs. Customs paperwork charges may apply. POA basis for any order to the Scottish Highlands & Islands, Aberdeenshire & Northern Ireland